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3 Steps To Positive and Memorable Customer Interactions

Jana Love | Sep 5, 2017 9:09:00 AM

3 steps to Promote Positive and Memorable Interactions2.png

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Topics: Being Attentive, Customer Experience, Expectations

ProTip: Are You Trying Too Many Things at Once?

Michelle Nitchie | Apr 11, 2017 9:04:00 AM

Many_Initiatives.jpgThe financial and human resources needed to fulfill the mission of any initiative - be it one that pertains to customer experience or to some other area of the organization - are always in short supply.  Even if they aren't, the problems of time and attention still remain.  For example, just because you have the money to do something doesn't mean you have the time or the organizational "bandwidth" to do it.  Attempting to juggle multiple initiatives - even just a few - significantly affects employees throughout the organization.

- Roy Barnes and Bob Kelleher, Customer Experience for Dummies

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Topics: Business Skills, Goals, Time Management, Leadership and Management, Expectations

ProTip: How Soon is "Soon"? Which Minute is "Any Minute Now"?

Michelle Nitchie | Aug 2, 2016 9:00:00 AM

Relative_Time_Words.pngRequiring others to define relative words is just as important as asking them to explain specific pieces of jargon.  Relative words are nonspecific, descriptive words that only have meaning in relation to something else. 

-Michael C. Donaldson, Negotiating for Dummies

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Topics: Listening, Communication, Expectations

ProTip: What's Vital to Your Work May Not Be What You'd Expect

Michelle Nitchie | Jul 5, 2016 9:00:00 AM

Vital_Behaviors_Coding.pngLet's say you work as a manager in a software development firm where dozens of software engineers write mountains of code every week.  The products are so complex that the overall design is divided among several teams.  After years of your employees bringing in projects late or riddled with bugs, you discover that the key to consistent high-quality performance is getting them to practice two vital behaviors: (1) admit when they have problems, and (2) immediately speak up when they won't meet a deadline.  When your software designers do these two things consistently, products get completed correctly and on time.  When they don't, they don't. 

-Grenny, Patterson, Maxfield, McMillan, and Switzler, Influencer

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Topics: Business Skills, Goals, Teamwork, Analysis, Leadership and Management, Expectations

10 Targeted Ways To Help Your Customers Fall In Love With Your Business

Jana Love | May 17, 2016 9:04:00 AM

love.jpgHow do you make your customers fall in love with your business? A crucial part of any business is building and nurturing the relationship. However, today an unhappy customer has a very powerful weapon to voice their opinion- it's called social media and the web. This is why it's even more critical to create memorable experiences so that they can fall in love with your business. 

Focusing on creating excellent and memorable experiences for your customers is a business opportunity everyday. Too many businesses today fall short of this, which gives you the perfect opportunity to court and nab new customers. 

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Topics: Customer Feedback, Honesty and Trust, Expectations, Follow-Up

It's ALWAYS About The Basics

Jana Love | Feb 23, 2016 9:04:00 AM

shutterstock_226421920-2.jpgOur last couple of articles have been about some extraordinarily sad service mishaps. Service mishaps that should not have gone the way they did ~ and in some cases are still going on! They were not hard things to fix or manage, by any means. So the question remains, why do some companies/businesses understand the basic fundamentals of producing good customer service exchanges, while others struggle with these basics? 

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Topics: Memorable Interactions, Customer Experience, Expectations